AGM – Terminal Operations at Bird Worldwide Flight Services (2023-11 – 2026-03)
- Managed domestic and international flight operations for various airlines, overseeing check-in, boarding, and arrivals to ensure on-time performance and efficient coordination.
- Ensured timely delivery of PRM services in compliance with safety and regulatory standards.
- Monitored utility hand operations, ensuring strict adherence to safety protocols and standard operating procedures.
- Conducted root cause analysis (RCA) for flight delays, prepared reports, and implemented corrective actions for operational improvement.
- Developed case studies on operational incidents and supported staff training programs to enhance frontline awareness and response readiness.
Head – Quality at Bird Worldwide Flight Services (2023-06 – 2023-10)
- Analysed key performance metrics including OTP (On-Time Performance), baggage delivery, terminal and ramp manpower, and wheelchair handling across domestic and international operations.
- Provided actionable insights from customer complaint analysis to the training team for integration into existing training modules.
- Led implementation of the "5S" Quality Enhancement Initiative to improve workplace organization, efficiency, and operational standards.
- Reviewed internal audit reports against SLA parameters and presented performance insights during airline review meetings.
Lead – General Aviation Terminal at Mumbai International Airport Limited – Adani (2022-01 – 2022-09)
- Managed operational requirements during extensive refurbishment work of the terminal. Collaborated with projects team and vendors for phase wise refurbishment activities ensuring minimal disruption to regular operations.
- Coordinated with key stakeholders, including CISF, Immigration, Customs, and ground handling agencies, to ensure smooth operations for non-scheduled flights.
- Assessed requirements of charter/VIP flights and provided commercial costing for utilizing terminal facilities.
- Maintained terminal facilities in accordance with established standards to meet requirements of VIP guest departing & arriving at private terminal.
Senior Manager – Customer Experience / Service Quality / Service Recovery at Axis Bank (2019-08 – 2021-12)
- Conducted end to end process analysis and ensured frictionless workflow and fulfilment.
- Executed service quality assessments for branch, retail asset centre & ATM. Published detailed reports to drive continuous improvement initiatives.
- Conducted root cause analysis (RCA) for escalated complaints and managed end-to-end resolution, including stakeholder coordination and drafting customer responses across senior management and social media channels.
Senior Manager – Terminal Operations at Mumbai International Airport Limited – GVK (2018-04 – 2019-08)
Manager - Terminal Operations at Mumbai International Airport Limited – GVK (2014-04 – 2018-03)
Deputy Manager - Terminal Operations at Mumbai International Airport Limited – GVK (2011-07 – 2014-05)
Assistant Manager - Terminal Operations at Mumbai International Airport Limited – GVK (2009-07 – 2011-07)
Senior Executive - Terminal Operations at Mumbai International Airport Limited – GVK (2007-11 – 2009-07)
Trainer - New Terminal 2 Commencement (Professional Special Assignment) at Mumbai International Airport Limited – GVK (2013-05 – 2014-03)
- Performed the role of a Trainer at MIAL Project office (ORAT – Operation Readiness Activation Transition). Primary responsibility involved acquainting airport users with the functionalities of the new Terminal 2.
- Conducted system/application-based training for airline official's, covering activation of check in counter, display of check in counter FIDS & automated boarding announcement.
- Served as TRIAL Marshall and conducted trial runs on various processes of new terminal by ensuring safety. Ensured strict adherence to safety protocols, guaranteeing a secure and efficient testing environment.
Terminal Operations (Responsibilities) at Mumbai International Airport Limited – GVK (2007-11 – 2019-08)
- Managed operational requirements during extensive refurbishment and expansion of terminal infrastructure, successfully achieving the refurbishment goals for Terminal 1A & Terminal 2 at CSMIA.
- Conducted periodic inspections of the terminal building, focusing on passenger amenities such as lounges, washrooms, drinking water facilities, air conditioning, lighting, PA systems, Flight Information Display Boards, and conveyor belts. Shared observations with respective departments for timely closure of identified issues.
- Facilitated smooth passage of VVIPs through the airport, maintaining close liaison with protocol, police, and other authorities to ensure seamless arrivals and departures.
- Ensured timely approval were provided for Terminal facility shutdown request raised by Engineering & Maintenance, Projects & IT department in coordination with Head of Department without affecting operations.
- Adhered to safety standards, regulatory compliance and maintained state of readiness to effectively respond to emergencies.
Customer Service Assistant (CSA) at Domestic & International Airport at JET Airways (I) Ltd. (2005-05 – 2007-11)
Expertise in following various areas:
- Check-in, arrival flight baggage delivery, passport & visa check, Kiosk check in and roving agent.
- Ramp to ramp transfers.
- Assisted deportee passengers, PRM, unaccompanied minor & medical case as per process.
- Assisted misconnected, cancelled and delayed flight passengers by providing them options with other airlines or other departure flights of same airline.
Associate in Managed Process Service – Air-India – Interline Processing at Kale Consultants Ltd. (2004-10 – 2005-04)
Commenced career as an Associate in Managed Process Service – Air-India – Interline Processing
